Trouble Shooting
Search the Problem Column for your problem and try
the possible solutions.
If you can't find your problem or the solution does
not work, give us a call at 800 574 5034
If Just Learning about the product, see
How Quick Start
Guide and How To Scan
Licenses
To Perform a Soft Reset, See
Soft Reset Procedure Edge
|
Problem |
Possible Problem |
Possible Solution |
|
Unit
does not power up – Screen Blank |
Visor is stuck in power down mode |
Try
soft reset – turn over Handspring Visor so that you can
see the back of it. Using the reset tool, an unfolded
paper clip or a similar small blunt-tipped object,
gently press the reset hole on the back. See the
Resetting the Handheld section. |
|
Batteries are low or dead |
Connect power
and try soft reset. If this does
check power to make sure its reaching the hardware. If unit still does work, try hard reset.
If a hard reset does not work, then try a Power Down.
See the Resetting the Handheld section. |
|
Hardware failure |
Contact TokenWorks Technical support. Note: if
Handspring Visor not purchased from TokenWorks, then
contact Handspring technical support at
www.handspring.com |
|
CardVisor is not decoding swiped cards -
"swipe again"
displayed |
Magnetic stripe is dirty |
Clean stripe with soft cloth. |
|
Magnetic Card may be damaged |
Try
another card. |
|
CardTool is hung |
Run
Reset menu item from main menu. If still experiencing
problems, perform soft reset with stylus or paper clip.
See the Resetting the Handheld section. |
|
Magnetic Card may be miss-aligned during card swipe |
Ensure card is being held flush to base of card track
during swipe. Try swiping at different speeds, in a
different direction, holding the card at different
locations, or changing the orientation of the
Handspring. |
|
Firmware memory requires reflash |
Remove and reinsert CardTool reader. If CardWelcome
application automatically reflashes firmware, then this
probably will resolve the problem. If not, Remove and
reinsert CardTool reader again. Do not hit OK button to
launch CardVisot but instead, select pull-down menu icon
(below house icon in graffiti area), and tap on ‘reflash
now’ menu item. This will force a firmware reflashed.
|
|
CardVisor does not respond to card swipe and does not
display ‘Swipe A Card’ message when first
launched. |
Firmware memory requires reflash |
Remove and reinsert CardTool reader. If CardWelcome
application automatically reflashes firmware, then this
probably will resolve the problem. If not, Remove and
reinsert CardTool reader again. Do not hit OK button to
launch CardVisot but instead, select pull-down menu icon
(below house icon in graffiti area), and tap on ‘reflash
now’ menu item. This will force a firmware reflashed.
|
|
CardTool is hung |
Run
Reset menu item from main menu. If still experiencing
problems, perform soft reset with stylus or paper clip.
|
|
CardVisor application not visible on Main application
launcher screen |
Category not set to All or unfiled. |
Select All or unfiled in the top right corner of the
screen. |
|
Wrong Age Displayed |
Clock Not Set to correct Date/Time |
Look at clock in top right corner of main screen. If
incorrect, then set Date/Time on Palm Computer.
See Set Date
Time Application Note |
|
CardVisor does not launch when Date Book button is
pressed |
Date
Book button not associated with Cardvisor Application |
Remove and Reinsert the CardTool reader. This will
automatically associated the CardVisor application with
the Date Book and Address Buttons (Address Button is for
bar codes version only) |
|
Date/Time in top right
corner of main CardVisor screen not updating |
Displayed Date/Time only
updates after a license is scanned. |
Scan an ID and the time
displayed in the top right corner of the Main screen will
update |
|
Date/Time not updating in Memopad transaction
log |
Same ID is being scanned |
The software will not record duplicate scans
so try scanning two or three different licenses to see the
date/time stamp change in the transaction log |
|
License
data does not display when Contacts or View Data button is pressed –
Swipe data missing in MemoPad Application
License Data in MemoPad does not change after
an ID is scanned. |
The
MemoPad Category is set to display only personal or business
memos. |
Change
Category to ‘All’ or ‘CardVisor.’ Tap on category displayed
in upper right corner of screen, from pull down menu, select
CardVisor or All.
Or Press on View Data Button multiple times until CardVisor
appears in top left corner. |
|
PIN
Code has been set |
Open
Security application and present PIN code.
To Test if PIN code is
set, try to delete all data from the scranner. If
first message states PIN code is set and data deletion is
not permitted, then somebody has set the PIN Code. |
|
Swipe data not displayed in MemoPad Application |
The
MemoPad Category is set to display only personal or
business memos. |
Change Category to ‘All’ or ‘CardVisor.’ To see
Unparsed license data, set category to ‘RawData’ |
|
Problem |
Possible Problem |
Possible Solution |
|
Bar Code Reader does not decode
license – No beep after withdrawing license from reader.
|
Bar Code is dirty |
Examine bar code for scratches, dirty
and clean with soft cloth. |
|
Bar Code is damaged |
If sufficiently damaged, it may be
impossible to read. Try another license |
|
License skewed / tilted during insert |
Try reinserting and removing license
while ensuring it goes in and comes out without tilting or
skewing card. |
|
License withdrawn from reader too
soon. |
Wait for red LED to stop flashing
before withdrawing license. |
|
No 2D bar code or 2D bar code not
facing PDA |
Make sure there is a 2D bar code and
that it is facing the PDA. A 2D bar code looks like this:
|
|
Foreign object in slot |
Try to clear objects by holding
reader upside down and gently shaking. Do not insert metal
objects or other objects to clear slot! |
|
Reader is broken |
Contact TokenWorks for support |
|
Bar Code Reader does not turn on when
Bar Code version of CardVisor is run (i.e. address book
button) |
|
PDA disconnected from base |
Remove and Reinsert connector at base
of Handspring Visor
PDA |
|
Bar Code reader version of CardVisor
not running |
Look for ‘Scan a drivers license’
message at the bottom of the screen after hitting the
address book button. If not present, re-associate the
CrdVsr2D application with the address book button (see
Configuration Tip - Front Buttons section of this manual) |
|
|
Reader is broken |
Contact TokenWorks for support |
|
Problem |
Possible Problem |
Possible Solution |
|
Magnetic Cards not decoding
"swipe again"
displayed |
Magnetic stripe is dirty |
Clean stripe with soft cloth. |
|
Magnetic Card may be damaged |
Try
another card. |
|
Magnetic Card may be miss-aligned during card swipe |
Ensure card is being held flush to base of card track
during swipe. Try swiping at different speeds, in a
different direction, holding the card at different
locations, or changing the orientation of the
Handspring. |
|
Magnetic read head dirty. |
Use
credit card reader cleaning card to clean dirty off
Magnetic read head. |
|
Problem |
Possible Problem |
Possible Solution |
|
Can not create VIP_Banned.pdb from
Ban_VIP_List.txt file |
Missing comma(s) between fields, extra
commas in line or missing carriage return at end of each
line. |
Check to make sure there are commas
between the columns and carriage returns at the end of each
line (i.e. only four columns per line)
|
|
More than one or no carriage return
after the last line in Ban_VIP_List.txt file |
Make sure there is only one carriage
return at the end of the file. |
|
Data is incomplete |
Make sure each line has at least a last
name and either a 1 or a 0 in the status column. |
|
While creating the VIP_Banned.pdb file,
receiving the ‘error on the number of fields’ |
Extra carriage returns at the end of
the Ban_VIP_List.txt file. |
Just delete extra carriage returns at
the end of the Ban_VIP_List.txt file and try again. |
|
Person not being found in database |
Database not in proper order |
Test database using Test VIP/Banned
Database’ Menu Item and if out of order, recreate and
reinstall database. |
|
The driver’s license number for the
person does not match the one in the database. |
Compare the driver’s license number
captured for the license (open Memo in MemoPad). If
different with number stored in database, either remove
number from database (this will cause them to be displayed
on the possible match screen) or update their license number
with the same number captured by CardVisor (this will cause
them to be displayed on the confirmed match screen). |
|
Database not loaded. |
Test database using Test VIP/Banned
Database’ Menu Item and if out of order, recreate and
reinstall database. |
|
More than six people with same last
name and no license numbers |
Enter the driver’s license number
captured for this person (captured Memo in MemoPad) into the
database. This will cause them to be displayed on the
Confirmed match screen. |
|
The Status field is not a ‘1’ or a ‘0’ |
Review the status field for this person
and ensure there is a ‘1’ or ‘0’ character in the field.
Any other character will cause the record to be ignored. |
|
Person has wrong status |
Status field not set correctly |
If the status field is 1, the person
will be categorized as VIP, if it is any other value (e.g.
55 or 0), they will be categorized as BANNED. Correct
status field and reload database |
Assuming the Palm Desktop software has been
installed and that the HotSync manager is running (look for Hotsync
icon  in system
tray located in bottom right of the screen), it is time to perform
the first HotSync which will ‘synchronize’ the data between the
handheld and the Palm Desktop. Place the handheld in the HotSync
cradle or connect it to the PC with a HotSync cable and follow the
directions on the next page. If the HotSync
window does not open on the Desktop computer: perform each of these
steps in order. After each step, try to synchronize. If the
HotSync operation succeeds, the problem is resolved and don’t try
the next step.
1.
Is the Wall Charger Connected to IDVisor™ Z22? Remove the
Wall Charger from the IDVisor™ Z22 while Hotsyncing, remove&reinsert
USB cable. The Wall Charger must be
removed when connecting with a PC.
2.
Is HotSync Manager on? Before you can synchronize, this
software needs to be running.
Turn it on if necessary by going to the Handspring folder and
double clicking on it.
3.
Perform a soft reset on the Handheld: This is a great trick
for solving a number of problems. See the hardware reference guide
for details.
4.
Disconnect your device from the HotSync cable or cradle, and
connect it again. Don't press the HotSync button until the device is
fully connected.
5.
Failure to communicate: Make sure that your desktop computer
and handheld device are
communicating properly.
6.
Alarms pending? If any Calendar, To Do, SMS, MMS, voicemail,
email or other alarms are awaiting a response from you, tap on "OK."
7.
HotSync configuration: Make sure you have the right
cradle/cable, and your
HotSync software is correctly configured.
Copyright (c) 2007 TokenWorks Inc. All rights reserved. This
material is for personal use only. Reproduction and re-dissemination,
including posting to news groups, is expressly prohibited without prior
written consent. IDVisor, CardVisor, CardTool and TokenWorks are
registered
trademarks of TokenWorks Inc. Palm and Hotsync are
registered trademarks of Palm Inc.
|
